Product Support Engineer

3 days ago


Hyderabad, Telangana, India First Due Full time ₹ 8,00,000 - ₹ 12,00,000 per year

Qualifications

3 to 7 years of product support and customer service experience

• Experience in both voice and non-voice support.

• Experience in Software Product support is must and SAAS experience is preferred.

• Excellent interpersonal, communication and collaboration skills

• Good working on Office tools, CRM Tools & Suites like Zoho, Salesforce, CRM

• Strong technical and problem-solving skills.

• Able to articulate simple complex problems or issues.

• SQL Experience is preferred.

Role & responsibilities

Provide technical support to customers.

• Ability to meet corporate SLAs.

• Troubleshoot and resolve technical issues related to our software products.

• Collaborate with cross-functional teams to deliver timely resolution of customer issues.

• Lead RCA (Root Cause Analysis) efforts for recurring and critical issues, driving product enhancements and stability.

• Actively contribute to case reduction initiatives.

• Ensuring root cause analysis is carried out where necessary.

• Stay updated on product features and updates to provide accurate and timely support to clients.

• Continuously improve and optimize our technical support documentations, processes, and procedures.

• Owning and progressing cases through to resolution by utilizing available resources and expanding own knowledge.

Remote Opportunity

EST time zone



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